Connects extremely well with people and clients. Loves working with clients and solving issues. Great management skills as well as sales skills. Caring and skilled employee passionate about positively impacting programs and helping participants by providing expert support. Familiar with sales and client assurance and always looking for ways to improve operations and personalize assistance. Well-organized and resourceful with detail-oriented and conscientious approach.
Skills
Team leadership
Skilled in One Click Contactor
Skilled in ServiceTitan
Skilled in ComputerEase
Skilled in Nitro
Skilled in Adobe Acrobat DC
MS Office
Team liaison
Customer Service
Teamwork/Collaboration
Employee engagement
Process updates
Sales and marketing
Upselling techniques
Motivated team player
Process improvement
Relationship development
Lead prospecting
Account servicing
Sales Closing
Network Development
Revenue Generation
Customer service
Product promotions
Staff Training
Customer Relations
Compelling presentations
Persuasive negotiator
Energetic and driven
Education
Training: Call Center Management , Expected in 2019 - Nexstar - Minneapolis, MN GPA:
Training: Call Center School, Expected in 2019 - Nexstar - Indianapolis, GPA:
Nomination: , Expected in 2016 - Bryant Women in HVAC - Various, GPA:
An elite group of women in the HVAC field were nominated and accepted into this amazing opportunity.
Child Development Associate : , Expected in 2001 - Valparaiso University - Valparaiso, IN GPA:
High School Diploma: , Expected in 1999 - Brownsburg High School - Brownsburg, IN, GPA:
Work History
National Account Executive, 02/2020 - Current Usa Truck – Champaign, IL,
Closed over $72k in revenue during 7 month period.
Ranking #2 on team for overall sales performance.
Was Responsible for closing net new customers which resulted in OCC doubling it's customer base in 60 day period during COVID-19.
Specialize in using value-based sales techniques to help non-technical prospects to close and adopt highly technical and complicated SaaS sales solution.
Quick to adapt new features in HubSpot helping to increase sales efficiency.
Frequently work with marketing to test new processes before being rolled out to rest of team.
Worked remotely since start of COVID-19 with no issues.
Cold called contractors in beginning to drive demos.
Scheduled and completed all demos able to be set.
Invoiced and sent welcome email to all new sales.
Used drip campaigns and sequences to drive interest in contractors who hadn't had any communication.
Take support calls as needed.
Built full HVAC demo org featuring Bryant, Trane and Goodman since there was no drive or knowledge in HVAC field.
Brought knowledge to team as former contractor of over 20+ years experience. Helps with connection to contractors.
Quoted prices, discussed benefits and redirected questions to overcome objections.
Worked with manufacture TM's to be involved in demo's to help push sales.
Strengthened customer loyalty by being friendly and professional in all interactions.
Responded to customer inquiries with patience and positivity to establish excellent first impression.
Worked with contractors to understand needs and provide CPQ (configure, price quote) remote sales tool.
Increased customer satisfaction by helping streamline their business needs.
Monitored social media and online sources for industry trends.
Client Care Manager, 01/2019 - 07/2019 Visiting Angels Of Southern Nm – Las Cruces, NM,
Trained and used ServiceTitan on regular basis.
Maintained professional demeanor by staying calm when addressing unhappy or angry clients
Organized daily workflow and assessed appropriate staffing to provide optimal service.
Set aggressive goals for employees to drive company success and strengthen motivation.
Identified service gaps and located needed resources for individuals, including housing, work placement and other support.
Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
Detailed program operations and participant activities with comprehensive recordkeeping.
Created clear and effective policies governing all aspects of employee work and interaction with customers.
Maintained call center equipment in good working order to maximize productivity.
Established and oversaw performance targets for call center associates.
Determined quality assurance benchmarks and set standards for improvement.
Developed quality employees within call center to take over leadership positions.
Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Used Nexstar strategies to promote exceptional customer service and create positive environment for employees and clients.
Enhanced Nexstar initiatives while managing effective marketing campaigns.
Boosted team productivity and efficiency by leveraging top-notch phone and client service abilities.
Evaluated employee performance on weekly basis and conveyed constructive feedback to improve skills.
Recruited and developed 35 employees for Client Care department
Reduced workflow inconsistencies by recruiting and hiring capable staff members.
Used HVAC and Plumbing expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Directed training and retraining of employees to boost performance and enhance business results.
Set aggressive goals for employees to drive company success and strengthen motivation.
Customer Service Manager/Sales, 03/2007 - 01/2019 T.A. Kaiser Heating & Air, Inc – City, STATE,
Performed initial client assessment and analysis to begin research process
Implemented marketing strategies which resulted in 12% growth of customer base.
Achieved customer satisfaction by building relationships with clients .
Entered details such as payments, account information and call logs into computer system.
Responsible for creative design for prominent new homeowner orientations.
Maintained GPS for all 4 locations using Trimble, formerly @Road.
Supported Chief Operating Officer with daily operational functions.
Developed new process for employee evaluation which resulted in marked performance improvements.
Responded to customer requests via telephone and email.
Researched and updated all required materials needed for firm and partners.
Worked directly with operation manager and owner to achieve builder and client satisfaction.
Maintained organized, presentable merchandise to drive continuous sales.
Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.
Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.
Worked with sales team to collaboratively reach targets, consistently.
Consistently meets sales goals.
Knowledge, use and training of ComputerEase software.
People-oriented
Strategic sales knowledge.
Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Trained and developed new homeowner orientations in company processes, product knowledge, customer service and selling techniques.
Educated associates on market trends and stayed up-to-date on forecasts and HVAC news.
Boosted sales by conferring with customers to evaluate best choice requirements and recommend best-fit solution options.
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